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Client Software Support Specialist

| Chicago

Who We Are:

Recently named one of Inc. Magazine’s 2018 Best Workplaces, Smokeball was founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and are compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.

If you have been searching for an opportunity with a fast-paced technology company, or if you want to grow roots in an industry that offers huge potential, Smokeball is just what you’ve been searching for.

What We Need:

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of the Smokeball family. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency.  Over the course of a week, your responsibilities could include:

  • Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
  • Ensuring that all client records are accurate while maintaining client confidentiality at all times 
  • Testing and reproducing client issues to determine the cause of the problem
  • Identifying and communicating relevant information for Tier 2 and 3 issues to next levels for resolution
  • Diagnosing and resolving routine and complex technical and product functionality issues
  • Contributing to team goals by improving response and resolutions times, as well as client satisfaction ratings
  • Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner

Who You Are:

Company culture is the single most important ingredient to our success at Smokeball.  Our core values hang on our walls, are listed in our handbook, and are discussed regularly.  Our office thrives on positive feedback from our clients and team members alike and we really, really love small love firms.  As a member of the team, it is expected that you will care for your colleagues and our clients from day one and that you will work hard to identify areas we can improve in both aspects.  We expect open communication, an open mind, and mad ping-pong skills (okay, not a requirement but definitely a plus).

What You Bring:

  • 1 -2 years of direct experience providing software support to clients
  • Ability to communicate technical information to non-technical users
  • Ability to diagnose and remotely resolve software system malfunctions and operational problems
  • Ability to think critically and quickly learn new software 
  • Excellent written and verbal communication skills
  • Capable of managing multiple tasks and projects effectively
  • Your DNA: A team player, self-motivated, high energy, ability to cope with a growing/changing environment, fun yet professional

Please note this job description is not designed to cover or contain a comprehensive listing of every activity and responsibility that are required of the employee for this job.  Activities and responsibilities may change at any time with or without notice.  This job description should not be considered as a contract of employment.  

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Location

We're in the heart of downtown Chicago right at Adams & Wells. Whether you're commuting on the Metra, CTA, or the JFK, we're easy to find!

What are Smokeball Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
15-20 vacation days per year with a rollover of up to 10 days per year
Paid Volunteer Time
1 paid day off to spend volunteering at your favorite organization, or volunteering with Smokeball during one of the company volunteering events
Paid Holidays
6 company holidays per year, plus 4 floating holidays that employees can use however they'd like
Paid Sick Days
6 sick days per year with a rollover of up to 30 days per year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Investing in our employees is of the utmost importance to us. We are constantly striving to improve on our offerings and always ask for feedback from our employees.

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